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I was due to receive my quarterly contact lenses from Specsavers in July, which weren't delivered. Having contacted Lensemail, they have said it is up to the store to offer a discretionary refund/re-delivery as it is outside "the 30 day window" in which they are supposed to do so. Having gone backwards and forwards with them, they have refused to provide a refund or re-delivery and simply said the 30 day is within their "policy". Having pressed them for a copy of the contract in which these terms were agreed, they have not provided it. They are not in any position to provide evidence that I agreed to these 30 day terms, so it seems unusual they are using this as a way of not offering a refund or re-delivery.

Does anyone have any other advice other than writing to the Optical Consumer Complaints Service?

3 months payments for contact lenses is a lot of money to not receive any! There was no proof of delivery, no signature from a neighbour so they clearly weren't delivered. Seems unreasonable that they should be entitled to keep the money when no product has changed hands.

They don't need a signature when they are delivered, they are in letterbox friendly boxes so should go through most without a problem. Both OH, BIL and SIL all get them delivered, they live a few doors away from us and have a really small letterbox so our postie delivers all three to our house (at BIL and SIL request, we are their nominated neighbour) and they have never needed a signature and nothing on the box to suggest they do.

The Director of the store is stating that he has been advised by head office not to refund or re-deliver the lenses. You'd think the number of years I've been with Specsavers they'd want to retain my custom.

Specsavers are also aware that I don't live in a property with a "contact lense friendly" post box, hence they should be delivered and signed for to confirm receipt.

The contact lenses supplier simply refers us back to the store, who are completely unwilling to resolve the issue.

I've gone in and spoken to them, they've fobbed me off and said I need to speak to the Director, but wouldn't confirm when he was available without physically going into store and checking the rota. He then got an assistant to call me and fob me off and after I insisted I spoke to him directly he fobbed me off based on this "30 day policy" and that I should speak to head office. Ultimately he was not willing to offer a refund or re-delivery of the goods, even if head office were willing to do so. Felt like more of a personal attack for taking up his time. Just feels like they'd rather steal from their customers rather than retain them!

Yeah so lensmail is saying the contract is with the individual store. However the individual store are stating this 30 day policy that has never been communicated and that they won't offer a refund or redelivery. Even after being a customer for years! Very frustrating! Thanks for your message!

We still don't know how long it took to notify the retailer that they had not turned up. If she did leave it two months then the retailer may well assume she is trying to pull a fast one. What have you been using in the meantime?

(I'm not suggesting that, just looking at it from the retailer's point of view.)

Yeah so lensmail is saying the contract is with the individual store. However the individual store are stating this 30 day policy that has never been communicated and that they won't offer a refund or redelivery. Even after being a customer for years! Very frustrating! Thanks for your message!

Contact your bank or send the store an LBA and cancel any future orders with them.

Remind them that liability for risk of damage or loss of the item remains with them until the goods come into your physical possession (or the possession of someone identified by you as being authorised to receive them) and that they cannot limit their liability for a breach of contract to 30 days and that misleading a consumer about their rights may amount to a criminal offence. The limitations act (assuming you're in england or wales) sets 6 years as the time limit for claims found on simple contract and so that period is the benchmark for fairness when it comes to assessing (for the purposes of unfair terms legislation) whether any contractual term setting a time limit on claims is fair or not.

If you don't have a suitable letterbox how have you recieved previous orders? Expecting a signature from a neighbour is asking too much considering they are not sent signed for to you. There would be no way for the postie to generate the need for a signature on the item just because it goes to a neighbour instead of the intended address.

Did you make them aware of the fact your letterbox is unsuitable and if so what solution did you put in place to allow delivery (delivery to work or relative) or did you just let them send them as normal post knowing they wouldn't arrive? Have you checked with all of your neighbours in case they have them?

As above I'm not suggesting you've done anything wrong but there seems to be quite few ways this delivery could have gone wrong and even threatening to issue a claim against them they will want answers before paying out

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